Job description

Job Title: Receptionist

Team: West Yorkshire Urgent Care

Base Location: Wharfedale Urgent Treatment Centre

Line Manager: Area Manager

Staff Group: Drivers & Receptionists

DBS Check Level Required: Enhanced with Child/Adult Barring, Child/Adult Workforce

Vaccination Requirements:

• Covid19 double vaccination recommended
• This job has been rated as Medium Risk for requiring Hepatitis B immunisation vaccination is recommended, therefore Post Holders will be offered a Hep B immunisation.
• Flu jab recommended and will be offered.

Job Summary:

The purpose of this role is to ensure patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, LCD services and the wider NHS.

To achieve this, you will be responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the LCD team including health professionals and any external stakeholders.

Principle Responsibilities:

1. Receive patients and visitors to the centre in a professional and courteous manner.

2. Book patients onto SystmOne on arrival and show them to the waiting area.

3. Monitoring patient flow and taking action where there are non-attendees and cancellations.

4. Help patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinician on duty if appropriate.

5. Assisting patients who have communication difficulties whilst at the centre and accessing support when identified such as Language Line or facilities for the hard of hearing.

6. To actively promote equality for all patients.

7. Deal with requests from patients and colleagues over the telephone in a timely and courteous manner.

8. Maintain and re-order consumables for the reception and waiting areas.

9. Take delivery of drugs and consumables from base location and ensure appropriate storage in a secure environment.

10. Support the collation of Patient Satisfaction feedback and undertake surveys/audits as required using both manual and computerised data.

11. Ensuring that the Reception and Waiting area is kept clean and tidy at all times.

12. Ensuring that consulting rooms are equipped to agreed standards at all times and this is monitored in line with company policy via the LCD PCC check list, paying due adherence to Infection Prevention and Control guidelines.

13. Completion of Handover report and LCD PCC check list each session .

14. Contributes and makes suggestions for improving service provision.

15. Assisting other members of the team in any tasks believed to be appropriate to your capability.

16. Demonstrates duties to new starters.

17. Completion of LCD PCC check lists.

18. Supporting A & E Departments where agreements are in place.

19. Follows local and organisational policies and procedures within role.

20. Working to standard operating procedures at all times and in particular the Receptionist Standing Operating Procedure (SOP) and Controlled Drugs/Drugs (where held).

21. Learn and understand National Quality Requirements specific to the Reception role and work with Management to achieve them.

22. Knowledge of and adherence to standards as laid down by the Care Quality Commision.

23. Act as ambassador for LCD at all times.

24. Working flexibly to provide cover for colleagues when needed.

25. Assisting in the implementation of any new measures deemed necessary by the Management or Executive.

Health, Safety & Security

• To report any accidents, complaints, defects in equipment, near misses and untoward incidents, following company procedures.
• Ensure compliance with Health and Safety at Work regulations.
• Ensure Health and Safety legislation and company policy is complied with at all times, including COSHH, Workplace Risk Assessment, manual handling and Control of Infection.
• Ensure compliance with Infection Prevention and Control guidelines.

Confidentiality

• Ensure all information relating to patients and staff is managed in accordance with company policy at all times.
• Ensure maintenance of working Smartcard and adhere to Information Governance guidance of such.

Training

• Attend all mandatory training sessions and support local and company-wide learning and development activities. Maintain own training record at all times.
• Actively participate in the performance review process. Performance against clear standards, responsibilities and objectives will be formally assessed through regular 121s with your line manager and an annual Performance & Development Review.

Infection Prevention and Control

• Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete 2 yearly IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.

Safeguarding

• Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, detect and report neglect and abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

Person Specification

Experience

Essential

• Experience of working in a busy, public-facing environment.
• Experience of dealing with confidential information and record keeping.
• Experience of working in partnership to carry out a role.

Desirable

• Experience of working in a 24/7 environment.
• Experience of working in an environment where safeguarding is important.
• Experience of working in a health related environment.

Qualifications

Desirable

• NVQ Level 2 in Office Administration.

Knowledge

Essential

• Fluent in English language.
• Good knowledge of Microsoft Office.

Desirable

• Knowledge of Safeguarding.
• Knowledge of conflict resolution strategies.
• Knowledge of SystmOne.
• Knowledge of Local Care Direct Services.

Skills

Essential

• Examples showing applicant has highly developed communication skills verbal, written and telephone.
• Example showing applicant has ability to understand the need for, and to follow, systems and processes.
• Good computer skills.
• Example showing applicant has high levels of accuracy, attention to detail and time management skills.
• Example showing applicant has ability to problem solve and deal with challenging situations.

Desirable

• Evidence of knowledge of Health and safety principles.
• Example showing applicant can recognise and suggest areas for service improvement.

Personal attributes

Essential

• Ability to attend work regularly out of hours.
• Flexible, willing to work in areas other than main base and adaptable to change.
• Ability to work alone and also as part of a team.

Desirable

• Example of ability to stay calm under-pressure.
• Example showing applicant is willing to go over and above duties to help.